[Hiring] Technical Advanced Support Specialist @Axalta

Role Description

The Technical Advanced Support Specialist II is responsible for providing expertise and assistance related to color matching and technical support for Axalta products. This role involves collaborating with various teams to ensure accurate color assistance, troubleshooting technical issues with application of Axalta products in our customer base, and delivering exceptional customer support. This position requires extensive real-world collision repair painting experience and the credibility to support technicians through complex refinishing issues that require practical, hands-on knowledge.

• Technical Support
  • Serve as the primary point of contact for technical inquiries and issues related to Axalta product offerings.
  • Assist customers with all aspects of actual product usage within all product lines within Axalta.
  • Product selection for their job, how to mix and properly apply products per the TDS.
  • Cover all aspects of support for etch primers, filling primers, sealers, basecoat, single stage and clearcoat.
  • Identify likely root causes of paint film failures and application defects.
  • Guide customers through proper product selection, including activator and reducer choices.
  • Remain engaged with technically challenging customer situations until resolved.
  • Assess customer situations to determine when an in-person technician visit is required.
  • May be required to provide field support to assist with customer conversion efforts.
  • Enter complaints in Salesforce for quality issues with product and/or color.
• Color Support
  • Provide Cross Competitor information, LAB crossovers, and chip match older colors into current paint lines.
  • Provide color tool assistance on fan decks, color selectors, tint chart info.
  • Enter complaints in Salesforce for fan deck chips that don't match the spray out.
  • Notify Color Marketing regarding ColorNet or Mobius on improvements needed.
  • Provide guidance on color correction techniques and best practices.
• Customer Assistance
  • Offer expert guidance and support to customers regarding color and technical issues.
  • Listen first to fully understand the customer's concern, then communicate clear guidance.
  • Address inquiries via various channels, including phone, email, chat, and text.
  • Provide SDS, COA, Certificate of Conformance and assist in getting EDS reports.
  • Respond promptly to support requests and provide clear guidance during interactions.
• Quality Assurance
  • Identify areas for improvement in color and technical workflows and recommend solutions.
  • Collaborate with cross-functional teams to implement quality assurance measures.
  • Use customer feedback, complaint trends, and recurring technical issues to support improvements.
• Documentation and Training
  • Stay updated on Axalta standard operating procedures and processes, OEM and industry trends.
  • Attend annual Product Specialist in-person training sessions and monthly Technical Broadcasts.
  • Use available resources to research issues and provide accurate guidance.
  • Provide insights to improve our knowledge articles.
  • Share technical knowledge with coworkers and serve as a trusted resource.

Qualifications

• Minimum 5+ years hands-on collision repair painting experience.
• Axalta solvent and waterborne experience.
• Able to diagnose paint application concerns and explain corrective actions.
• Demonstrated ownership, integrity, humility, and a solution-focused approach.
• Strong technical aptitude and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Detail-oriented mindset with a focus on quality assurance.
• Ability to work independently and collaboratively in a fast-paced environment.
• Prior experience in customer support or technical service roles preferred.

Benefits

• Health insurance.
• Paid time off.